Senior Manager/AVP - Contact Center Transformation - Practice/Presales

Senior Manager/AVP - Contact Center, CALL CENTER, OMNICHANNEL, CUSTOMER SERVICE,CUSTOMER EXPERIENCE TRANSFORMATION ROLE

Job opening for contact center Transformation and other role with Practice or Presales and solution in contact center domain for bpo/ ITES.

Good exp in new emerging technologies like AI/ML/RPA/Analytics etc.

Multiple locations are available

JD :

Sr Manager, Manager and AVP-all are open

- Develop practice pipeline & new offerings across CX - Domain Specific

- Develop integrated CX Propositions across - Design- AI Cognitive - Cloud - Contact Center operations - Analytics

- Research industry & competitor trends and build offerings & strategy to address customers challenges in logistics & distribution management areas

- Understand and translate buyer requirements into a standard solution offering deal approach, solution plan, proposal and cost estimate leveraging standard process methods, deliverables, and the right collection of offerings

- Participating in Solution Presentations, Client visits and showcasing capabilities and defending proposed solution and seeking client / stakeholder inputs for improving the solution.

- Build alliances with platforms companies to build logistics & distribution solutions / offerings

- Collaborating as a key member of the CX solution team supporting Value Design / Vertical / Sales teams to represent the solution offering to the client and other internal teams

- Understand and define requisite inputs to create a solution, pricing, and commercial model

- Work with other groups such as transition, sourcing, technology etc. to gather inputs that will be integrated into the solutions as well as the pricing

- Undertake due diligence, meet customers, and fine-tune the solution based on findings

- Coordinate and manage customer visits and prepare offering artifacts (documents, presentations, sheets)

- Collaborate with the sales team to pitch the solution to the customer

- Build relationships with analytics & advisors to position Wipro capabilities in market

SKILLS REQUIRED :

- Strong domain expertise in CX Transformation Methodology with experience in managing delivery and/or pre-sales in contact center space

- Should have Contact center experience across channels Voice - Chat - Social

- Should be able to anchor solutions on CX and lead the discussions on solutions

- Should have a deep understanding of Customers journeys and its impact on CX

- Should be aware and have worked on CX Modernization approaches

- Should be aware of new age technologies in CX and its influence on experience and left shift of volumes

- Should be aware of the CX market needs,KPI's and metrics in contact center

- Any experience in Domain consulting, Solutions or Presales is preferred

- Strong interpersonal and influence management skills

- Ability to work and communicate with people across organizational units and teams

- Strong analytical skills with an ability to solve the problem with a win-win negotiable approach

- Ability to lead people on large, multi-functional deals

- Excellent communication & presentation skills

- Aptitude for understanding technology

- Deal with tight deadlines and work across different time zones

- Independent decision making

CTC is best in the industry